ON TODAY'S EPISODE:
The Quarterly Business Review is a popularized concept in Customer Success but what it entails can differ a lot and in some cases it can actually work against us in our job making the customer successful.
In this week’s episode of Impact Weekly, Johan and Lincoln challenge common misconceptions around QBRs and put forward some alternatives that will deliver more value to the customer. They also discuss operational metrics and the pros and cons of setting quotas for customer appointments.
THIS WEEKS QUESTION:
“I have a target of doing at least four business reviews with my customers. It eats up a lot of time, and I don't see a lot of positive coming out of these QBRs.”
TOPICS BEING ADDRESSED:
* Operational metrics
* The different kinds of customer meetings
QUOTES:
Johan Nilsson (02:11): “Putting a metric into customer success can be really harmful."
Lincoln Murphy (04:00): “Where we see things kind of go off the rails is when these operational metrics, are just there without any consideration for why”
Lincoln Murphy (08:50): “In theory, if the customer was seeing something positive out of it, you as the CSM would be seeing something positive out of it too. But it's also possible that the CSM could be seeing something positive, but the customer is not.”
Johan Nilsson (09:58):” Maybe we should start moving from what should this person do to how can we help them. What are these types of meetings that we have with the customers and how should we do these meetings?”
Lincoln Murphy (13:32): “Also if you want executives to show up a trick is to simply call it an executive business review because executives are attracted to things that say executive”
Lincoln Murphy (15:38): ”If you don't know what's in it for them and you can't figure out why they would care about that, then it probably shouldn't be part of the meeting.”
Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
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